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Press release from Business Wire

CUSTOMER SUCCESS: State of Ohio Teams with BMC Software to Deliver Better Service to Citizens with Developmental Disabilities

Monday, July 09, 2012

CUSTOMER SUCCESS: State of Ohio Teams with BMC Software to Deliver Better Service to Citizens with Developmental Disabilities14:30 EDT Monday, July 09, 2012 HOUSTON (Business Wire) -- The Ohio Department of Developmental Disabilities (DODD) serves the needs of the state's citizens with developmental disabilities, such as autism, cerebral palsy and mental retardation. Each day, the DODD receives thousands of support calls from administrators, service providers and even parents – all of whom need a quick and efficient response. Given the nature of the calls, there is so much at stake that missing even a single request is an unacceptable outcome. Joyce DeLeo, a DODD system administrator, said, “We serve the needs of a very unique population who rely on us for a variety of reasons. Whether it is working with administrators, service providers or even parents, we need to make sure we are addressing each and every call. Failure to do so can have a direct impact on one's life.” The Challenge With limited funds, DODD's IT staff members had an antiquated method of monitoring requests from its customer support center that was causing too many inquiries to fall through the cracks. The lack of technology to support high call volumes, coupled with an outdated process for tracking requests and limited funds, the DODD could not meet the demands of its call center, which supports 8,000 to 10,000 external customers and 2,000 department employees. The Solution The DODD evaluated 24 different software vendors and chose BMC Software as the clear leader. The BMC FootPrints solution had the functionality the organization required at the right price. While the installation of BMC FootPrints started in DODD's support center, the noticeable results prompted several other divisions of the DODD to consider implementing the BMC FootPrints solution. “We implemented BMC FootPrints to manage the large volume of customer calls and avoid missing any requests, while simplifying our certification process,” said DeLeo. “Ultimately, it helped make our entire organization far more efficient, cost-effective and customer friendly.” Benefits The BMC FootPrints solution offered a more effective system for managing DODD's high volume of service requests more efficiently and at a lower cost. The department has also been able to: Respond to customer requests faster Better manage multiple IT processes Save time and costs For more information on The Ohio Department of Developmental Disabilities and the BMC FootPrints solution, please visit: Read the full customer case study here Access the BMC FootPrints Customer Community Follow @BMC_FootPrints on Twitter Become a fan of BMC on Facebook Business Runs on IT. IT Runs on BMC Software. Business runs better when IT runs at its best. That's why more than 20,000 IT organizations – from the Global 100 to the smallest businesses – in over 120 countries rely on BMC Software (NASDAQ: BMC) to manage their business services and applications across distributed, mainframe, virtual and cloud environments. With the leading Business Service Management platform, Cloud Management, and the industry's broadest choice of IT management solutions, BMC helps customers cut costs, reduce risk and achieve business objectives. For the four fiscal quarters ended March 31, 2012, BMC revenue was approximately $2.2 billion. BMC, BMC Software, and the BMC Software logo are the exclusive properties of BMC Software Inc., are registered with the U.S. Patent and Trademark Office, and may be registered or pending registration in other countries. All other BMC trademarks, service marks, and logos may be registered or pending registration in the U.S. or in other countries. All other trademarks or registered trademarks are the property of their respective owners. © Copyright 2012 BMC Software, Inc. BMC SoftwareScott Pace, +1 813 514 3815scott_pace@bmc.comorOgilvy PR WorldwideZoey Farooq, +1 415 677 2713zoey.farooq@ogilvy.com